Retail Loyalty Program Case Study
Chow sang sang
Loyalty Program CRM
Voucher Management System
Challenges of This
Retail Loyalty Program
Case Study
In this loyalty program case study, ChowSangSang faced challenges with its customer relationship management (CRM) channels. The in-store point-of-sale (POS) systems were not synced with each other, leading to fragmented customer data and disengagement. As a result, customers ignored or unsubscribed from the generic promotions being sent. Chow Sang Sang relied mainly on traditional communication methods like email and SMS, but now recognizes the need for more personalized interactions. The company is committed to improving its strategies and adopting targeted communication to better connect with its audience.
Connected over 8 million people across 3 regions (Hong Kong, Mainland and Taiwan region) with Omnichannel Loyalty Marketing
Increased of 40% member sales in 2023 Q1 with personalized marketing
Our team proudly received the prestigious 2023 Marketing Interactive Digiz Awards
Taking You to the
Next Level of Success
The Retail
Loyalty Program Solution
Relationship-Centric
Omnichannel Integration
We’ve created a personalized omnichannel marketing platform that connects with customers through popular channels like WeChat and WhatsApp. Members can easily access their portal on WeChat and reach customer service on WhatsApp, without needing to download extra apps. By syncing profiles across these platforms, we can deliver consistent, valuable experiences, reducing unsubscribe rates and keeping members engaged.
01
Chatbot Implementation
We’ve added a Chatbot to handle general inquiries more efficiently. By integrating the Chatbot with their CRM system, every in-store sales & customer service team can use it to capture valuable data during customer interactions. This helps us better understand customer preferences and deliver personalized offers, improving their conversion rates.
02
Tiered Privilege Program
for Customers
A tiered membership system was designed to offer exclusive perks for their community. Members can earn special discounts on gold, early access to limited edition releases, and anniversary rewards. Each tier provides unique benefits that enhance the member experience and create added value.
03
Mission-Based
Reward System
We’ve introduced a fun mission system within the ChowSangSang mini-program. Members can complete tasks like referring friends, checking in daily, visiting specific stores, or making purchases from special gold collections. Completing these missions unlocks rewards, and we plan to include recurring tasks, such as monthly store visits, to keep members engaged.
04
Interactive Gamification for Customer Loyalty
We’ve also added game-like features to the mini-program, including lotteries, puzzles, and check-ins, to keep users entertained and engaged. These interactive elements, combined with rewards, create a fun experience that strengthens connections between our brand and members.
05
Customer Membership
Data Collection
Within the mini-program, various member data were collected for analytics and predictive purposes. This includes collecting preferences and personal information to tailor targeted campaigns. Additionally, surveys were also conducted and reviews to assess product satisfaction, facilitating improved customer follow-up.
06
AI Optimized System Analysis
Our AI-driven customer tagging system helps ChowSangSang monitor customer satisfaction and loyalty at every stage of their journey. By segmenting members and identifying similar audiences, we helped improve social media ads and attract new leads. The AI also helps us generate personalized content and offers, increasing the chances of converting existing members.
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